Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to 2-10 home warranty back in June 2024, advising them that my washing machine was leaking bleach and that I needed someone to come out and look at it. They sent a company called *******, the guy came out and wiggled some things around and told me to stop using liquid detergent and got to pods. He said he fixed the issue. Well, my washer started leaking beach again, so I reached out to 2-10 again and explained the same thing was occurring. They said they would send out the same company and not charge me my co-pay of $100.00 again because it is the same issue. The company ******* called me and told me to send them a picture of my washer, and I will hear back from the warranty company. I received an email that was in my spam from the warranty company telling me that they want to offer me $580.00 for my driver instead of fixing the issue. I declined the offer due to my washer only being two years old and I paid over $2,000 for my washer and dryer. I asked why and the *** stated that the company told them they came out and they couldn't fix my washer. I advised her that no one had come out. i advised that the guy had me send him a picture. The *** stated that the company said that they came out and ***laced a pump and something else because my washer leaked water. I advised the *** that they were not telling the truth and I was going to write to the better business bureau. She said she would send another company out to see if my washer could be fixed. The new company came out on November 7, 2024, and the man ran my washer checked some other things, and told me I would hear from the warranty company. He also said my washer looked brand new. I never heard back from the warranty company, so two weeks later, I called them, and the *** told me that she saw notes in the account that they said my washer was old and ***** and that they weren't going to take care of my washer. I was taken back by what I just heard because my washer is only two years old. See pics.

  

  Business Response

  Date: 11/22/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. *****
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ***** letter. We have located the ************ Plan and applicable claim for Ms. ***** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. **** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate the first contractor reported replaced the pump and hose. The repair did not work. At that time the contractor recommended replacing the washer as it is not worth repairing. The unit is leaking from the front frame and ******** Gray told us that the contractor did not replace any parts. A second opinion was dispatched and reported the washer is rusted. At that time, determination was made to research unit replacement. Ms. **** was given the option to 1)replace her washer with a GE, which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. Ms. **** accepted the cash offer.
  
  The independent network contractors that 2-10 *** utilize are independently owned and operated and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We rely on their diagnosis to aid in our determination on what repairs or replacements are made. We take Ms. ***** concerns against the contractors seriously and can assure her that it is not acceptable for any of our contractors to give false information. Our contractor relations manager will be investigating this incident.  Ms. ***** concerns assist our contractor relations department as to the contractors that do not live up to our expectations.
  
  We apologize for any frustration or inconvenience that Ms. **** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  2-10 appreciates Ms. **** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 31 October 2024 my HVAC unit went out. on 4 November 2024 I submitted a work order through my home warranty 2-10 to have the unit repaired. 2-10 dispatched 4 different technicians to my property only one showed up and stated that the compressor shorted out and needed to be replaced. However the contractor that did show up refused to do the work because they did not want to fill out the paperwork. I ended up having my contractor check the unit and he agreed that the compressor needed replaced and gave me an estimate to replace the compressor. 2-10 will only pay a fraction of the cost to fix the unit requiring me to use their contractor to fix the issue. The contracters have been unwilling to show or do the work.

  

  Business Response

  Date: 11/22/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. *******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ******* letter. We have located the ************ Plan and applicable claim for Mr. ******* and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ****** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  The independent network contractors that 2-10 HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We do depend on these contractors to follow through to expedite every repair, but we cannot tell them how to conduct their business. There are instances where an independent contractor will be a no-show, non-responsive, delay getting back to us, refuse to do the job, etc. These are unforeseen delays that are a condition that is beyond our control. We ask Mr. ****** to please refer to page 8, of the Agreement Terms of Service, under section VIII: We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties,   or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  2-10 HBW has a large network of HVAC contractors in ******************* area. On November 1, Mr. ****** requested to use his own contractor as our contractors are not responding. The process for using a contractor outside our network was explained to him as well as the step-by-step instructions emailed to him. On November 19, after Mr. ****** found that we would only reimburse based off our network pricing with 2-10 HBW supplying the equipment, he decided to come back in network. The independent contractor, Priority Mechanical, accepted the dispatch, scheduled for 11/20/24 and was approved to make the repair on 11/21/24.Once the contractor receives the compressor, he will return to the property to complete the repair.
  
  In the instructions that were emailed to Mr. ******* explains how we reimburse: If you choose to use Your Contractor despite 2-10 HBW having Service Contractors in your area (e.g., you prefer not to wait for an available appointment with a Service Contractor in our network), 2-10 HBW will only reimburse the amount we would have paid a Service Contractor from our network to complete the repair or replacement with 2-10 HBWsupplied equipment. You will be solely responsible for the difference in price related to the use of Your Contractor. This is also in the Agreement on page 6, under section: Who Repairs And Replaces The Covered Items?
  
  
  We apologize for any frustration or inconvenience that Mr. ****** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. ****** taking the time to provide his  perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered an electrician from 210 home buyers warranty to come and change out an electrical outlet and light switch. They sent ******* Electric and the man told me that the electric panel was recalled and he will not be able to do any work until it is replaced he told me he would contact the home warranty to get it covered. I received a call and the electric panel was covered so they gave ******* the go ahead to install the new panel. At the same time I was getting the panel replaced I had a plumbing emergency that was going to take months to settle and was to be installed before I moved back in. So ******* came in the same time as the plumbers were working on the floor and I was away in a hotel. I hired the ****** moving and they moved everything back in and when I went to plug things in the panel was blowing. I had to keep resetting it. after repeated calls to ******* with no luck and messages left I finally called 210 and told them hey the panel keeps blowing and they wont return my calls. They were successful in contacting them and they sent him back out. He told me it was because there were 2 ceiling fans on dimmer switches and they needed to check with the home warranty to see if it was covered. so I waited and didn't hear anything back so I kept calling ******* back and they didn't answer again or return calls so I called 210 back they said well its because its not covered. I asked why no one told me and they said they didn't know. I called back and sked why the panel was concave and there is a hole in the drywall with exposed wired and they placed me on hold and said it was not covered either. I said nice you told me that too. I called and asked for another electrician to look at it and they did sent ******** Air and he said it was improperly installed to call see if permit pulled. I did and no permit to inspection. aI have been calling 210 for over a month telling them and they keep putting me off telling me THEY will call ME. but never do.

  

  Business Response

  Date: 11/22/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. ********
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms.Lunnings letter. We have located the ************ Plan and applicable claim for Ms. ******** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ******* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate on June 26, the contractor reported the electrical panel is a Federal Pacific, located inside the home has been recalled, we cannot service this panel. It needs to be replaced. We will not be able to service until the panel is replaced. The contractor was approved to replace the panel. The contractor reported online that the work is complete. Ms. ******* notified us that the contractor improperly installed the new panel. We were going to have the contractor go back home and warrant their work; however, the contractor no longer works with 2-10 HBW. A second opinion, ******************** was dispatched to evaluate the work of the first contractor. The contractor found several issues and violations from the first sps workmanship. The contractor was approved to make the proper repair. ********************** does not cover for Permits and code upgrades. In this instance, installation of a ground rod, an inspection and permit. This is specified in the Agreement Terms of Service, page 8 under section:III. Non-Covered Costs Unless expressly stated as our obligation herein,Non-Covered Costs include costs related to: (1) permits, codes, ordinances,laws and/or regulations. Ms. ******* agreed to pay the out-of-pocket cost.
  
  We apologize for any frustration and inconvenience that Ms. ******* has experienced during this time of repair. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  2-10 appreciates Ms. ******* taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  210 Home Warranty won't honor my contract on my home warranty for my washer

  

  Business Response

  Date: 11/15/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. *********
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms.Subowiczs letter. We have located the ************ Plan and applicable claim for Ms. ********* and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ******** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  We do understand how frustrating it can be without a properly working washer.However, we are a repair company first. When a unit has a mechanical breakdown,if the unit can be repaired and it makes sense to repair, that is the route we take.
  On occasion, delays do occur, such as back ordered parts, parts or repairs do not hold, additional repairs are required after the original repair. The Agreement is not a replacement contract that promises replacement due to these unforeseen delays, as these are conditions that are beyond our control. We ask *********** to please refer to page 8, of the Agreement Terms of Service, under section VIII: We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties,   or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  On November 13, the contractor contacted us requesting additional labor to install the parts ordered. At that time, it was no longer practical to repair. Determination was made to research unit replacement. On November 15, correspondence was sent to Ms. ******** with the option to 1) replace her washer with a Whirlpool,which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. We are pending her response.
  
  We apologize for any frustration or inconvenience that Ms. ******** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  2-10 appreciates Ms. ******** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a ticket on October 5, 2024 due to my refrigerator not working (compressor). They assigned a company on the Oct 5th to come out on Oct 7th. The technician that they sent stated it was a sealed compressor issue and they didn't work on those, so he left. On the 7th they assigned a new company who called and asked about issue and they said they didn't work on those type of issues. On Oct 8, they assigned another company to come out on the 10th. They came out on 10th and stated it was the compressor. so they assigned another company on the 10th to come out to get a second opinion from the other companies they sent. So this company scheduled to come out on Oct 17... a week later (keep in mind my family is without a refrigerator). So the 17th comes and the new company's tech shows up and says that it's the compressor. So 2-10 states that they are going to send ***** out because they work on these type of appliances and they are scheduled for Oct 21. On 21st ***** says it's sealed compressor and they don't work on them. On Oct 25th they schedule ***** to come back out to fix it. They cancel, reschedule and they final stated they have already been here and will call 2-10; last I heard from *****. So Now it is November 5 (a month later from original order). And they are yet sending out another company to see what the issue is. So on November 6 the last company comes in and states ..... wait for it.......it's a bad compressor! They state they will contact 2-10 to see what they want to do. Later that day I got a voicemail from a familiar number stating the same thing that 2-10 will be looking for a technician who can come out and service my appliance. They had no issue with taking their monthly fee in the meantime or send me renewal notices. This BY FAR is the worse experience I have had as a consumer. I'm embarrassed that I went against my better judgement to try this company.

  

  Business Response

  Date: 11/13/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. *****
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ***** letter. We have located the ************ Plan and applicable claim for Mr. ***** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. **** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate the contractors have reported that the failure is the compressor in the ******* refrigerator. This is a concealed system repair. The refrigerator is 4 years old. ******* shows it has a manufacturers warranty of 5 years. However, ******* has told Mr. **** the compressor is not under warranty but the parts inside of the compressor are. We attempted to locate a ******* certified contractor to make the repair because the network contractors in ***************** area either do not work on sealed systems or they are not ******* certified. On October 26, we offered to let Mr. **** locate a contractor in his area that is outside our network. The step-by-step instructions for using a contractor outside of our network were emailed to him. Mr. **** called back to advise he has not been able to locate a contractor in his area. We dispatched another contractor but was informed they do not work on sealed systems. To settle this matter, determination was made to research unit replacement. On November 13, correspondence was sent to Mr. **** with the option to 1) replace his refrigerator with a Hisense, which is comparable in size, primary function and efficiency, or 2) provide him with cash in lieu of replacement. We are pending his decision.
  
  We do understand how frustrating it can be without a properly working refrigerator and we do apologize for any delay that had occurred. However, there are certain delays that are beyond our control, such as in this instance when a contractor does not work on sealed system repairs and is not certified in a particular brand. Additionally, our Service is secondary and excess to any other coverage available.This is specified in the Agreement Terms of Service, on page 7, under section: IV.Exclusions: ******************************* is secondary and excess to any other coverage available to you via an insurance policy, manufacturer warranty and/or labor warranty. Please refer to page 8, of the Agreement Terms of Service, under section VIII: We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties,  or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  
  We apologize for any frustration or inconvenience that Mr. **** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. **** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22534353
  
  I am rejecting this response because: The refrigerator you are wanting to replace it with doesn't even have the features of my current one. and if I take the ******* will only allow me to purchase a refrigerator around 900 once I pay to have the old one removed and the new one delivered. I would hope and expect you to be willing to at least be close in features and quality of a replacement. I can only hope this doesn't take another month to get resolved, and I hope you as a company can understand why I'm choosing to decline your offer.
  
  Sincerely,
  
  Laroyd ****

  

  Business Response

  Date: 11/22/2024

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Mr. *********** Thank you for the opportunity to review further.
  
  The purpose of all ************ Agreements is to get your systems and appliances back to running conditions by performing a repair. It is not a replacement contract that promises replacement based on value, brand or features that are not primary features. When we determine it is not possible or practical to further repair an appliance, we will offer replacement based on the Agreement.The Agreement is only responsible for the primary function, capacity and efficiency. This is specified in the Agreement, page 6, under section; What Is the Service that 2-10 HBW Provides? If we determine replacement is appropriate, we will use reasonable efforts to find a replacement Item or Component (a Replacement) that performs the primary function, capacity and efficiency of the Covered Item or Component being replaced. We do not guarantee that any Replacement will match the physical size, dimensions or brand of the Covered Item or Component. Service does not cover any Component or work for a Covered Item related to any convenience functionality, multi-media, cosmetic detail or wireless capability unless specified as covered. For any refrigerator, the primary function of it is to keep food refrigerated or frozen. The Hisense refrigerator we offered is comparable in size, primary function and efficiency of his old refrigerator.
  
  We regret that we will not be making another offer. The rebuttal provides no additional information to overturn our decision. 2-10 *** has fulfilled their obligations as specified in the Agreement
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start off by saying I have been a paying customer of 2-10 for 5 years now, having spent over $5000 in warranty expenses. This is my third claim (second on my refrigerator) and the lack of communication or accountability is appalling. It's been 8 days without an operating refrigerator, not sure how anyone thinks that is ok. I called in two days ago and was told the repair exceeded the threshold and would replace the unit. Now they are walking back on that and want to repair it but that won't be for another week, seriously? I would not recommend 2-10 to anyone, especially now they were acquired by Front Door- just another faceless corporation

  

  Business Response

  Date: 11/11/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. ********
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr.Okavages letter. We have located the ************ Plan and applicable claim for Mr. ******** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ******* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  The representative should not have told Mr. ******* that the repair exceeded the threshold, and that we would replace the refrigerator. Our parts department reviewed and found it was more economical to repair the refrigerator. On November 8, Mr. ******* spoke to a customer advocate. Due to the misunderstanding, the advocate offered our cost to replace the refrigerator. Mr. ******* accepted the cash offer.
  
  We have sent this incident to our coaching and development team so the representative may learn from his mistake. We thank Mr. ******* for bringing this to our attention. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. ******* taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team

  Customer Answer

  Date: 11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I do recommend that 2-10 warranty re-tool their claims for items such as Refrigerators, especially when dealing with an *** issue such as a child with a food allergy. Having a refrigerator is essential and waiting up to 2 weeks for results is unacceptable. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/3/2024, I submitted a service request for my AC Unit leaking water. The technician came out and said the item wasn't covered and the cost would be $250. I call 2-10 Warranty *********** and spoke to a representative with the technician on speaker phone and he said the line was clogged. I explained that my home builder had been out in January 2024 for the same issue. The representative placed me on hold, did a conference call with the New home Warranty department, and they were able to locate the order in January 2024. They also spoke to the technician, and the new home warranty department advised me that the item was covered under the warranty. I explained to her that the resell department told me in May of 2024 that my warranty coverage had expired. I have been paying for services that I didn't even need yet. I was advised that my System coverage expires 2/10/2025. I put to work order in for the new home warranty as advised only to receive an email 11/5/2024 that my coverage has expired. I immediately called the New Warranty department and explained the whole situation and was told that isn't accurate. I asked to speak to a supervisor and was told one was not available so I asked to hold. After being on hold for about 20 minutes, I was told I was being transferred to a supervisor, I transferred to a different representative. I explained the situation again, requested to have the phone call from 11/4/2024 pulled as there were no notes in the system from New Home Warranty ***** I asked to speak to a supervisor again, was placed on hold for about 20mins and was hung up on. I called back and spoke to the ****************** explained myself for a third time, requested a supervisor, the representative was being condescending. I had to repeat my story for a 4th time and was placed on hold for about 20mins just to tell me there was no supervisor available. I have wasted 2hrs and 30 minutes on the phone with 2-10 with no resolve. I am paying for a service I don't need

  

  Business Response

  Date: 11/11/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. ******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ****** letter. We have located the ************ Plan and applicable claim for Ms. ****** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  First,we would like to apologize that Ms. ***** concerning a disconnected call and was unable to speak with a supervisor. We will research and address that part of the complaint with our leadership team.
  
  Ms.***** has a newly built home. Her builders warranty through our ***************** went into effect 2/10/23. As Ms. ****** screen shots show, her New Home warranty covers Workmanship coverage repairs for 1 year, until 2/10/24, 2 years for Systems coverage repairs, until 2/10/25 and Structural coverage for 10 years,until 2/10/33. On February 2024, Ms. ***** placed a claim with the ******************The issue was for maintenance concerns which fell under the 1-year Workmanship coverage.
  
  Ms.***** purchased our resale warranty with 2-10 HBW so she could continue with coverage for systems and appliances. The resale warranty went into effect on 9/27/24.On November 5, she placed an air conditioning claim. The contractor found no failure with the **** system, but the drain line is backed up. Clearing of drain lines is a maintenance issue which is not covered under the resale warranty. The resale warranty does not cover cleaning and maintain systems and appliances.  We ask Ms. ***** to please refer to page 8, of the Agreement Terms and Conditions, B-7: We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment. B-16: You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.
  
  If Ms. ***** was told that the 1-year New Home Workmanship coverage would cover this, we sincerely apologize for this, however the coverage had expired on 2/10/24. Clearing of the drain line is not eligible for coverage. We have reimbursed Ms. ****** $75 service fee as an apology for any frustration or inconvenience that she may have experienced during the claims handling process.We regret we will not reimburse her monthly payments as we are not responsible for this expense.
  
  We apologize for any frustration or inconvenience that Ms. ***** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  2-10 appreciates Ms. ***** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My **** unit went out at the end of May. I filed a claim which was not completed until August. I called the company numerous times to advise them that the technician which was assigned to my claim was not returning calls and was not resolving the issue. It was 110 degrees outside at the time and the temperature inside my home was 90 degrees. I explained to the representatives on several occasions that I have health issues and I needed the **** fixed ASAP. The **** system was replaced in August but has stopped working again. I filed a cousin last week and have not received a response yet.

  

  Business Response

  Date: 11/01/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******* ******

   Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ****** letter. We have located the ************ Plan and applicable claim for Ms. ****** and we have reviewed the service history.

  We appreciate the opportunity to clarify our obligations and present our position on this matter. ******* ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.

  Our records indicate that Ms. ***** placed her claim on 6/24 and her work was completed 7/31. We recognize this is still a long time to go without a working air conditioner and regret that Ms. ****** claim was not resolved sooner. Initially, the wrong equipment was ordered, and we assure Ms. ***** that the individual will be addressed. As soon as we were made aware of this, the correct equipment was ordered. The new equipment order was delayed because the supply house it was ordered from ran out of stock. We placed another order through a supply house where stock was available. Unfortunately,once the equipment was ready for pick up, it could not be installed right away due to rain in the area. Disappointingly, Ms. ***** was kept in the loop as new developments arose during her claim and those individuals will be addressed as well.  
  

  Regarding the claim she most recently placed,our records show that the new contractor has been to Ms. ****** home, and they were able to resolve the issue. This was also confirmed by Ms. ******
  

  We hate to hear that Ms. ****** health may have been affected while she waited for her unit to be repaired. We apologize for any frustration or inconvenience that Ms. ***** experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  

  2-10 appreciates Ms. ***** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  

   

  Sincerely,
  
  2-10 Customer Experience Team

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going on 6 weeks without an oven. Filed a claim with 2-10, they said they had to send the "motherboard" from the oven to be repaired. I called yesterday and they can't tell when when it will be fixed. I've been more than patient with them, but 6 weeks is way too long to go without an oven. They need to honor the warranty and fix or replace the oven.

  

  Business Response

  Date: 10/31/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by *********** ******.

  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ******* letter. We have located the ************ Plan and applicable claim for Mr. ****** and we have reviewed the service history.
  

  We appreciate the opportunity to clarify our obligations and present our position on this matter. *********** ****** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  

  We understand that being without a working appliance for any length of time can cause hardship and we apologize for the delay Mr. ****** experienced. Its not normal, but on occasion parts can be difficult to source or take longer than expected to become available.
  

  The control board needed to fix Mr. ******* oven was not readily available. As an alternative means to repair his unit, we can have the board rebuilt through a company called *************** Unfortunately, this process can take several weeks to complete. We made Mr. ****** aware of the delay and provided him with the option to either wait for the board to be re-built or take cash in lieu of the repair. Mr. ****** accepted the delay and agreed to wait for the board to be rebuilt. He was given an *** of ***** business days. However,as with any estimate the timeframe is subject to change. When Mr. ****** called in for the status on his board, the representative he spoke with was not able to provide that information because an update requires that we contact ************** directly.
  

  We reached out to ************** for an update and were advised that after inspection of the board it could not be fully restored to its original state. Given this, we offered Mr. ****** a replacement unit. He accepted the replacement offer and the new unit has been ordered. Its expected to be delivered by 11/18.
  

  We apologize for any frustration or inconvenience that Mr. ****** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  2-10 appreciates Mr. ****** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  

   

  Sincerely,

  2-10 Customer Experience Team

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had the home warranty for 10 years now and have had this same issue multiple times. They keep assigning technicians out of my service area. I live on the east side of ********* and they keep assigning technicians on the west side which is over an hour drive 1 way. A few years back supposedly they changed something on my account to allow local contractors only but here we are again...10/20 - my A/C stopped cooling 10/21 - I opened a ticket which was assigned to a contractor on the other side of the bay. They are a few days out because it's too far. I called and had the contractor changed to local.10/22 - local contractor did not respond, requested new, got another local contractor 10/23 - local contractor did not respond, requested new, got original contractor again over 40 miles away. Called as I'm only allowed to request new contractor once every 24 hours. Spent an hour on the phone and had to escalate to supervisor to change the contractor again. Another new contractor finally assigned but they are also over 40 miles away. I need 2-10 to take the time and actually find me a local contractor, this random selection once every 24 hours is not going to work. If they can't I need a list of all their in-network contractors so I may call and find one. Absolutely ridiculous to pay over $100 monthly and have to do the work for them.

  

  Business Response

  Date: 10/28/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******* ****.

  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ***** letter. We have located the ************ Plan and applicable claim for Mr. ***** and we have reviewed the service history.
  

  We appreciate the opportunity to clarify our obligations and present our position on this matter. ******* **** has a limited ************ Plan that covers failures that are caused by normal wear and use.The Plan has limitations and exclusions to coverage.
  

  2-10 conducts a rigorous onboarding process when selecting independent service providers to be a part of our network. As a part of that onboarding process, contractors provide their chosen service area. Mr. ***** property is within the service area of the contractors that have been dispatched on his claims.
  

  Mr. **** placed his claim on 10/20 at 9:51 pm. The next day at 10:05 am, Mr. **** requested a new contractor be dispatched saying he hadnt heard from the vendor. On 10/22 at 7:11 am Mr. **** called back in to ask that another contractor be dispatched for the same reason. We were happy to dispatch another contractor, but also offered Mr. **** the option of contacting an out-of-network contractor to get sooner service, which he declined. On 10/23 Mr. **** requested yet another company be dispatched after he was offered an appointment for 10/28, saying he could not wait that long. 2-10 dispatched **************,who serviced his air conditioning unit on 10/24.
  

  We understand that being without a working air conditioner for any length of time can create hardship and we apologize for the delay Mr. **** experienced. However, the timeframe in which a contractor has availability to service is a condition outside of our control.

  As it stands now, ************** has been authorized to repair Mr. ***** unit. They will be returning on 10/29 to complete the repair. We will follow up with Mr. **** after his appointment to ensure his unit is repaired and working.
  

  We apologize for any frustration or inconvenience that Mr. **** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  2-10 appreciates Mr. **** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  
  Sincerely,
  
  2-10 Customer Experience Team